If your question is not here, try the User Guide to reveal MysticThumbs' inner workings.


Q: Is there a help system or manual?

A: Yes - Pressing F1 in the control panel will bring up contextual help. There are also contextual tool tips in the control panel and a User Guide.


Q: Thumbnails aren't working immediately after install?

A: Restart Windows to make sure the thumbnail cache is unlocked and ready to work.


Q: Thumbnails aren't working browsing through Symbolic Links (symlink) on Windows 8?

A: Unfortunately this is a known bug in Windows 8. A Workaround is to browse directly to the network UNC location in Explorer.


Q: Why are some or all of my thumbnails being remade every time a folder is opened?

A: A number of reasons can cause this. Browsing over network can sometimes cause it - see 'delete thumbs.db' in help. Encrypted folders will always force thumbnails to be remade. A corrupt thumbnail cache can cause this. Use 'clear thumbnail cache' in the control panel; see User Guide.


Q: Some PSD images don't show a thumbnail?

A: Check the images were either saved with 'Maximize Compatibility' option or with 'Embedded thumbnail' option in the preferences of Photoshop.


Q: Why do some images not generate a thumbnail?

A: Check the 'Maximum Dimension' and 'Maximum Size' options in the control panel.


Q: Why isn't SVG making thumbnails correctly or at all?

A: For maximum compatibility, SVG requires Internet Explorer 9 and Windows 7 or better. On older systems another engine is used with only minor compatibility.


Q: Why aren't PDF, AI, PS or EPS files making thumbnails?

A: These files are Postscript based. They require Ghostscript to be installed. An option to install this is offered when installing MysticThumbs.


Q: Why arent Postscript based files (PDF, AI, PS, EPS) generating thumbnails in some applications open/save dialog boxes?

A: On 64 bit operating systems, the 32 bit Ghostscript DLL is used when running within a 32 bit applications open/save dialog box. Install the 32 bit Ghostscript as well as the 64 bit one.


Q: What if I don't want some file types to be thumbnailed by MysticThumbs?

A: You can select individual file types or extensions in the control panel and individually disable them. If there was another thumbnailer installed for that extension when MysticThumbs was installed, the original thumbnailer is restored when disabling. See the help for more information.


Q: Windows / Explorer sometimes stalls or locks up when generating thumbnails?

A: Some images require a lot of processing overhead to generate a thumbnail. If you find Windows becomes sluggish when thumbnails are being made, try enabling the 'low process priority' option in the control panel. Also try pressing F5 within Explorer or using the 'Refresh Explorer' context menu from the MysticThumbs notification icon to see if Explorer has become stuck for some reason.


Q: Where is the thumbnail cache on Windows Vista and newer? Can I delete it manually?

A: The thumbnail cache is comprised of a few system locked files on Windows Vista and above, stored in the User data area. The only supported way of deleting or cleaning it is using Disk Cleanup or the 'Clear Thumbnail Cache' option in the MysticThumbs control panel, which invokes the system cleanup tool (see help). 'thumbs.db' files similar to Windows XP are not used anymore except when browsing network folders (see 'thumbs.db' option in the MysticThumbs control panel.


Q: CorelDraw (.cdr) thumbnails not behaving correctly?

A: CorelDraw suite of tools installs it's own thumbnail handler which can interfere with MysticThumbs. From 'Programs and Features' control panel, find and uninstall 'CorelGraphics Windows Shell Extension' and MysticThumbs should take control again. Warning - This may have other consequences in the Shell depending on the functions of the CorelGraphics Windows Shell Extension.

Lost license key?

If you have lost your license key you can request it be emailed to you from here.

Transfer license key to a new machine

If you have a single seat license you can transfer your license to a new machine or Windows install here.

Problems installing, uninstalling or updating?

Occasionally, a Windows MSI based install can become corrupted due to a number of random factors such as:
  • A registry or file system clean up utility removing things it shouldn't have.
  • A problem installing or uninstalling a component.
  • Files being added or removed by mistake.
  • Windows being so overly complex that bad things randomly occur...

When this happens you may receive an error whilst installing, updating or uninstalling a product asking you to contact customer support, and the install will refuse to complete.

Follow these instructions to completely remove and repair the damaged install.
Once removed you will be able to install the latest version without any problems.